You said, we did!

We're committed to strengthening our relationship with you as our tenants by listening carefully and acting on what you tell us. Your feedback helps us to shape our services, improve how we communicate, and make sure our engagement opportunities work for everyone. Below are some of the key things you've raised recently, and what we're doing in response.

Engagement Meeting Times
Tenants told us that they felt that the tenant engagement meetings were too often held during standard working hours, making it difficult for many people to take part. In response, we are reviewing our scheduling and will begin offering more evening and flexible‑time sessions so everyone is able to get involved.

Repairs Process Information
You also highlighted that clearer, more accessible information about the repairs process would be helpful. We are now working with our Repairs team to develop a simple, step‑by‑step guide that explains how the process works, what you can expect, and where to go for support. This will be shared online very soon and further discussed at upcoming engagement sessions.

A Coffee‑Shop Style Drop‑In
Tenants suggested introducing a more informal "coffee‑shop style" drop‑in, where people can come along, ask questions, and get information in a relaxed setting. We agreed this was a great idea and will be piloting these drop‑ins soon to see how well they are received.

Listening to residents, acting on feedback

We know how important it is to listen and learn. Here are some of the changes we've made in response to recent complaints, tenant feedback and lessons learned across services.

Operative behaviour at the doorstep
You said: One resident reported poor attitude from a contractor.
We did: We reviewed our expectations, consulted with the Tenant Engagement Group and rolled out updated toolbox talks to all operatives to reinforce standards.

Support for vulnerable residents out of hours
You said: A call-out was refused without considering the tenant's needs.
We did: we have updated how vulnerabilities are flagged in Connect Software, changed the out-of-hours script and briefed staff to ensure vulnerabilities are recognised and acted on properly.

Failed visits and unresolved repairs
You said: Some basic repairs led to multiple visits and delays.
We did: We now check diagnostic notes before visits and use iAuditor software on tablets to improve job scoping and accuracy from the outset.

Poor access in bad weather
You said: Contractors failed to attend during snow, with no backup.
We did: We have added weather contingencies to contractor agreements, including a request for a 4x4 available. We have also built out-of-hours resilience into our own team.

Damp, mould and disrepair delays
You said: It took too long to get a response.
We did: Based on tenant feedback and to comply with legislation introduced in October 2025 we -

•  Address all emergency repairs within 24 hours
• Address damp and mould hazards which present 'a significant risk of harm' within fixed timescales; specifically, we
  • Investigate potential hazards (including damp and mould) within 10 working days and provide a written summary within three working days of concluding the investigation.
  • If a hazard poses a significant risk, we take action within five working days, including making the property safe and starting repairs within a reasonable time.
  • If an emergency hazard is found, we act within 24 hours.
  • If a property cannot be made safe within the required timeframe, we offer suitable alternative accommodation.

Lack of updates when jobs are passed between teams
You said: Tenants weren't told when contractors changed.
We did: Our software now sends automatic texts or calls when jobs are reassigned so residents know who to expect and when.

Decent Homes and targeted investment
You said: We want investment where it's most needed.
We did: Stock condition surveys are now in use to target improvements based on age, condition and compliance risk. We are building a forward programme of works with the council.

Contractor quality and performance
You said: It's hard to know if contractors are doing a good job.
We did: We are collecting photos, resident satisfaction data and tracking performance against KPIs. This is reviewed at contract meetings.

Rearranging repair appointments
You said: I took time off work to be home for a repair, and the workmen didn't turn up
We did: At each interaction with the tenants check and update all contact details across our housing systems

Support for vulnerable residents out of hours
You said: Contractor failed to attend to repair heating within expected timescale, considering the tenants needs
We did: Check vulnerability markers are up to date across our housing systems and prioritise jobs accordingly  

Standard of property at sign up
You said: Action repairs identified at sign up in time for tenancy start date
We did: Officers to check and update the property meets required standards before agreeing tenancy start date

Performance Data

Below is a document which contains the performance data which relates to housing.

Performance data - Housing - April 25 - Dec 25 (PDF, 229 KB)